What To Do About Negative Reviews

27 May What To Do About Negative Reviews

It’s always nice to hear positive feedback and reviews from your clients. They can even be a big help when it comes to drawing in new clients and establishing a notable reputation.  However, it can be anxiety-inducing to receive a bad review that’s open for the public to see. Bad reviews can be about nearly anything, from bad-mouthing your administrators, complaints about case expediency, to the location of your firm not being optimal. This may sound like a business’ worst nightmare but doesn’t have to be! Even if you do get a negative review, what truly matters is what you choose to do with that negative review.  When it comes to lawyer marketing and handling any bad reviews, The HCS Agency can help you turn your negative review into a positive one!  Our staff can help implement a variety of marketing strategies to help promote and manage your law practice’s brand and ensure that no bad review is left unattended to.  

WHAT TO DO IF YOU NOTICE YOU RECEIVED A NEGATIVE REVIEW:

• Remember not all reviews are going to be perfect – It is impossible to have a law firm that has only 5-star reviews and 100% ratings across all reviewing platforms.  The good thing is, having a couple of not-so-perfect reviews adds authenticity. It makes the reviews seem more credible and that real people are taking the time to write reviews about your law practice, and not just you and your family.
• Always respond – Always make sure to respond to those negative reviews! Show the individual that you care about what your clients think about your law practice and what they had to say about their experiences.  Make them feel heard and tell them how the problem they addressed can be resolved.
• Respond quickly – Checking reviews regularly is important to ensure that your reviews are being responded to.  Responding quickly to negative reviews also shows the individual how much you care about what they think and you want to ensure their issues are being solved.
• Don’t sound like a robot – It’s beneficial to make your responses feel like a human wrote them and that they aren’t just copied and pasted.
• The reviewer might retract their review – if you provide an appropriate response and offer a solution to any problems, the reviewer would maybe consider retracting their review.
• Always try to take the conversation off-line – Avoid a public back and forth. State a fair response and if the client continues to try and instigate a response, move the conversation to a messenger if available or reach out by other private means.

HOW WE CAN HELP:

Keeping track and promptly responding to all your reviews can be a lot of work.  At The HCS Agency, we can apply methods to help garner new reviews as well as to manage your current reviews so you don’t have to.  We can ensure that your negative reviews are quickly responded to, and your good reviews are highlighted and appreciated! Let us handle digital presence while you focus on what you do best. Don’t let a negative review hurt your firm. Contact us for more information on how we can help you.